Service and Continuous Improvement

2 weeks ago

Manila, National Capital Region, Philippines Optum Full time ₱60,000 - ₱120,000 per year

Optum
is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start
Caring. Connecting. Growing together.

The
Service Improvement & Continuous Improvement SME
will lead initiatives aimed at enhancing service delivery, operational efficiency, and customer satisfaction. This role is responsible for designing and executing improvement plans using Six Sigma, Lean, and other methodologies, and will serve as a strategic partner to leadership in driving a culture of continuous improvement across the organization.

Primary Responsibilities:

  • Develop and implement
    Service Improvement Plans (SIPs)
    and
    Continuous Improvement Plans (CIPs)
    based on service level reviews and operational assessments
  • Lead Six Sigma and Lean projects to identify root causes, reduce waste, and improve quality and performance
  • Facilitate Kaizen events, workshops, and training sessions to promote continuous improvement of culture
  • Analyze business processes and performance metrics to identify improvement opportunities
  • Collaborate with cross-functional teams to implement solutions and monitor outcomes.
  • Serve as a coach and mentor for Six Sigma practitioners and operational teams.
  • Document improvement efforts, outcomes, and lessons learned for organizational knowledge sharing.
  • Support strategic planning and capacity alignment efforts, including SME deployment and coaching models

What skills/attributes are a must have:

  • Six Sigma certification (Green Belt or higher); Lean certification preferred.
  • 5+ years of experience in process improvement, service delivery, or operational excellence.
  • Proven track record of leading successful Six Sigma or Lean projects.
  • Strong analytical, facilitation, and project management skills.
  • Excellent communication and stakeholder engagement abilities.
  • Strong collaboration, communication and interpersonal skills with the ability to work on a fast paced environment
  • Deep understanding of
    ITIL framework, ITSM and service management
    principles.
  • Familiarity with
    Service Desk
    or
    Helpdesk
    Operations
  • Excellent organizational and multitasking abilities, with keen attention to details.
  • Willing to work on US Daytime schedule and follow US Flexible Holiday
  • Experience in healthcare, managed care, or technical support environments.
  • Experienced in utilizing
    Kaizen specific tools
    such as 5 whys analysis, fishbone diagram, PDCA Cycle Templates, Pareto Charts, etc
  • Familiarity with tools like MS Project, SharePoint, and enterprise ticketing systems
  • Exposure to coaching models and SME deployment strategies as discussed in Operations +
    Six Sigma Assessment
  • Ability to lead cross-functional teams and influence change across multiple business units.

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